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Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Unit Delivery Service PT PAM Lyonnaise Jaya Cabang Kebon Jeruk, Jakarta Barat Periode Juli – Desember Tahun 2022
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This study examines the impact of service quality and level of consumer satisfaction on customer loyalty
at PT PAM Lyonnaise Jaya, which operates as a clean water provider for West Jakarta. The researcher applied
a descriptive methodology with multiple regression analysis techniques, where the main data collection was
carried out by distributing questionnaires to 60 respondents. The results of the analysis revealed that there was a
positive influence of the service quality variable on consumer loyalty with a value of 0.126, while the customer
satisfaction variable showed a more significant impact with a value of 0.167. When these two variables were
tested simultaneously, it was found that they contributed 64.4% to the formation of customer loyalty, while the
other 36% was influenced by variables outside the research. Based on these findings, it can be concluded that
improving aspects of service quality and customer satisfaction has a real impact in building consumer loyalty.
Thus, it is recommended that company management pay special attention to the development of these two aspects
as a strategy to maintain and increase customer loyalty
Key Words: Service Quality, Customer Satisfaction, Customer Loyalty
2809-0543
NONE
electronic file
Journal Scientific of Mandalika
2025
Journal Scientific of Mandalika (jsm) e-ISSN: 2745-5955, p-ISSN: 2809-0543, Vol.6, No.4, 2025
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